Ken Grody Ford - Carlsbad Service

Chuck Carroll

★★☆☆☆

a year ago

My rating has nothing to do with sales or actual service work but entirely regarding trying to get thru to the Service Department to make an appointment. In November I called 6 times, left 4 messages directly in service, leaving 2 messages via the person answering the general number. I gave up and called North County Ford and got thru on my first call, making an appointment.

ROB NYSEWANDER

★★★★★

6 months ago

By far the BEST in the business got me in and out in 1hour. I enjoy the service and personal commitment. Sergie is the Man!

Coleman Murray

★☆☆☆☆

a year ago

Honestly I had high hopes for this place but it has repeatedly disappointed me. We bought our explorer here and had a decent experience buying a car. However the service department has been a scheduling and communication nightmare. Multiple times we have shown up to an early appointment after shifting our kids schedule around only to arrive and learn the parts are not there or the mechanic is not available. There is very poor communication with the customer and it is extremely hard to get a hold of your service contact. Repeated calls and no one answers the phone. We recently had to leave our car there for 2 whole weeks while they scrambled to get parts and labor. As of today (1/3/25), they have failed to source parts and staffing mechanics and worse is that they failed to notify us before we showed up to pick up our car. I understand issues with supply chain but the communication to the customer is abysmal. Management clearly needs to take some steps to notify when services are not available or they can’t service a vehicle. We will be checking out another Ford center after the multiple experiences we had here.

Cory Wilcox

★☆☆☆☆

a year ago

I recently contacted Ken Grody Ford’s service department because my Ford Mustang Mach-E refused to charge, leaving me stranded at a charging station. The issue was clearly with the car, and I was simply seeking guidance or assistance to address this critical problem. Instead of receiving any kind of help, I encountered one of the most unprofessional and dismissive experiences imaginable. Every time I was transferred to the service department, the person on the other end would either put me on hold indefinitely, transfer me back to the receptionist, or hang up altogether. This happened multiple times. Not once did anyone take the time to listen to my issue or provide the bare minimum level of support. It was abundantly clear they had no interest in helping me or addressing my urgent problem. This behavior reflects a deeper issue with the management and culture of Ken Grody Ford. When management doesn’t value customer service, it trickles down to every employee. It’s selfish, rude, and utterly disrespectful to customers who have trusted this dealership with their business. They’re just there to collect a paycheck, not to help people. Avoid this dealership at all costs. If you value your time, sanity, or a shred of decency in customer service, find another Ford dealership. Ken Grody Ford has clearly shown they don’t care about their customers, and this experience is just one more example of their longstanding pattern of apathy and unprofessionalism.

Shane Criss

★☆☆☆☆

5 years ago

Wow...the service department is extremely shady in my opinion. I came in due to my 2013 Ford Fusion hybrid rattling and driving very rough. Thinking it was a transmission issue I was relieved to hear it was a coil. I was told the coil and plug needed to be replaced along with a "tune-up" for $820. I was surprised to see how little work was done in the"tune-up for my "$820". Just to double check I called around to three local shops and North County ford, the highest quote I got was under $300....it was really $260. Stephen at Ken Grody explained to me it required 5.3 hrs of labor. at $117/hr and their normal rate was $180/hr. No other repair shop gave me a quote for more then 1hr. Stephen claimed it took them 1.5 hrs to diagnose the issue.....should have been a simple computer diagnostic but even adding that in it's way off. 2.5hrs to replace the spark plugs, 1 hr for injector flush. I was even told when I dropped it off that the $100 would be applied to the bill.

Reno M

★★★★★

10 months ago

I was very skeptical, 😯always seeing Carlos Moreno in those car commercials left some negative vibes. But when I walked in there and met him he was very down-to-earth and genuine. I buying the vehicle. After which Carlos thanked us personally. I feel really confident these guys will help you out and get you in the best vehicle for the price you want to pay.

Todd Von Achen

★★★★★

Edited 4 years ago

Simply the best Ford dealership around. Don't even waste your time going to any other Ford dealer, go ask for Kurt and he'll make your experience the best you've ever had. We couldn't be happier with the service and professional dedication to the Ford brand.

bethany eehn

★☆☆☆☆

4 months ago

bad customer service. talked over us the whole time while we were trying to explain the issue. denied the issue even tough it was clear, contained to talk over us and argue with us the whole conversation.

Kari Dahlgren

★★★★★

3 months ago

I am so grateful to live near a Ford dealership that is full of such nice people!!!! Everyone I interacted with on the service side was SO nice. Merry Christmas y’all.

Rob Humkey

★☆☆☆☆

4 months ago

Unreal experience at Ken Grody Ford in Carlsbad. Dropped my truck off with an appointment on Monday morning. Heard absolutely nothing about it on Monday. Called in Tuesday and left a VM with the service advisor…NEVER got a call back. Called back again Wednesday and spoke with the service advisor who said he was going to back and check on it to get an update and call me right back. Four hours later I have to call the dealership for a third time and leave a message again for the service advisor. When he finally gets back to me (by text), he tells me that they haven’t even looked at the truck yet and he’s going to need it longer. Only after I express how shocked I am and that I’m just going to come pick up the truck do they “press” to look at it. Two and a half days, which I have no doubt would have bled into a full week with my continued pressing, to have NOTHING done on it. Absolute worst experience with a dealership in my life. Will NEVER go back to Ken Grody Ford for service or to buy a new car. Ford dealerships are everywhere and generally run very well. Such a massive disappointment.

Dale Andrews

★★★★★

3 months ago

My 5 Star rating for KGF goes to my Service Advisor, Chad Larson! For 6 years, Chad has provided expert advisement; outstanding communication; and I feel "personalized" service & care for my 2019 Ford Edge! Sincerely, Dale Andrews

Tony Teets

★★☆☆☆

5 months ago

Booked service for recall service on my Ranger approx. 3 weeks ago. Arrived at facility on given appointment day to be informed that only one of the two recall items could be taken care of. They didn’t have parts to complete the second repair. Between my wife and I, we wasted approximately 3.5 hours in transportation time and close to $20 in gas used. Seems to me simple phone call to reschedule our appointment due to lack of parts available would have been appropriate. We will be visiting a different Ford dealership to take care of the recall service(s).

Jonathan Guz

★☆☆☆☆

2 months ago

Made a reservation a week ago over the phone for service and rental. Made the appointment for 7 AM to ensure no issues. I arrived at their shop waited for 30 minutes only to be told that my reservation is not in their system nor do they have a rental available for me. I have confirmation texts from their automated company to verify that a reservation was made. Now instead, I wasted my morning trying to get my truck serviced and I will have to waste another morning due to the incompetency. Not sure if I will be returning here

Amy Vaughn

★☆☆☆☆

2 months ago

Just got hung up on by a service department 4 times then call again and sent to service advisor and their mailbox is full. This all after I made an appointment for maintenance on my car that took me a month out for the appointment then was told at drop off they would not even look at it for two weeks! When I was upset they said it’s like a doctors appointment. Just because you have an appointment that doesn’t mean you will be seen??? Car never got fixed because I can’t afford a rental car for 3 weeks with my car waiting to be looked at and not fixed. Also I asked if I could take it and then bring it back when someone had time to look at it and they said No, it has to sit here.

Jerry Brown, Jr.

★★★★★

5 months ago

Excellent service by the guys over here. Saw the used vehicle I wanted on Carfax, went to the dealership, took a test drive, they let me inspect it and run a OBD2 diagnostic, then Angel and Kevin Vera made the purchase process relatively quick and easy. I appreciated their candor, although I chose to decline various offers. Never pushy. Even the staff/salesteam who weren’t providing me with service were kind, helpful and personable. Then the car was washed, detailed, given a full gas tank by the dealership, and I was on my way home. Car buying can be a hassle, these dudes made it no hassle and I left with exactly what I wanted at the price I wanted. Sweet.

Janet Fuentes

★☆☆☆☆

a month ago

If I could give a 0 star, I would. Every visit here is the same frustrating experience. I come in for a simple oil change with an appointment, arrive early, and still end up waiting hours. Today I arrived at 7:23 a.m. for my 7:30 a.m. appointment and wasn’t seen until after 8:16 a.m. My car wasn’t brought out until 11:03 a.m. I spent the entire morning watching random cars leave as if I never had an appointment. I specifically asked for an early appointment so I wouldn’t have to wait this long. If I had known I’d still be waiting for hours, I would have taken a later appointment. Keep in mind, calling the service department is nearly impossible. They rarely answer the phone, and I have to call multiple times just to reach someone. To make matters worse, the service cashier was rude during checkout, which only added to an already frustrating experience. What’s the point of appointments if they aren’t honored? This service department seriously needs to fix its scheduling, communication, and overall customer service. I only return because my services were included with my vehicle purchase, otherwise, I wouldn’t return.

Fun Chad

★★☆☆☆

a month ago

Service Advisor is good, but he has to rely on others, so it too kme an HOUR to drop off my car and get a pre-scheduled loaner